Manager, Service Experience

Lead high-impact change and shape organizational strategy by championing seamless, accessible public services!

As the Manager of Service Experience, you will play a pivotal leadership role within the Communications and Business Intelligence Branch, reporting directly to the Director of Service Design. Operating within a complex public sector landscape, you will balance creative problem-solving and user-focused outcomes with operational realities and fiscal accountability. You will also mentor and empower a diverse team of professionals, fostering a culture of continuous learning, collaboration, and service excellence.

You will lead service modernization efforts to ensure public offerings remain collaborative, transparent, streamlined, and forward-thinking. By championing the end-user, you will amplify the resident's voice in corporate decision-making while dismantling operational silos to deliver high-quality services for Edmontonians.

What will you do?

- Act as a strategic bridge across branches and corporate teams, seamlessly connecting service design initiatives with big-picture organizational strategy
- Build a resilient, future-ready team equipped with the latest practices, competencies and tools—including AI—to drive continuous practice evolution.
- Partner with operational leaders across the city to solve complex challenges through a creative, design-thinking approach
- Establish the team as an empowered strategic partner to internal businesses, directly supporting business outcomes.
- Drive impactful change management, communication, and engagement strategies that inspire smooth transitions, widespread adoption, and long-term success.
- Translate community insights, operational contexts, and business metrics into actionable journey maps and service blueprints, delivering sustainable, scalable, and high-impact solutions for residents
- Manage the unit budget with strategic foresight, ensuring maximum value and transparency in the stewardship of municipal resources
Qualifications

- 7+ years of progressively responsible experience managing large and complex projects
- Demonstrated management and supervisory experience leading, coaching, and developing multidisciplinary teams in a large, complex environment
- Demonstrated experience completing large-scale service design work, including service experience and improvement initiatives
- Combinations of education and experience will be considered

Assets:

- Master’s Degree in a related field
- Project Management experience in a public sector environment
- Training in service design, project management, change management, and/or financial management

Skills required for success:

- Exceptional systems-thinking and strategic mindset with the ability to navigate ambiguity, complex political environments, and competing priorities
- Dedication to building and leveraging a wide diversity of skills, backgrounds, and perspectives across the team to tackle multifaceted challenges
- Strong executive communication, storytelling, and facilitation skills, capable of influencing senior decision-makers and rallying diverse business partners around shared community outcomes
- Proven ability to build a respectful workplace culture through a values-based influencer approach and work collaboratively
- Proven track record of translating complex qualitative insights, quantitative data, and operational constraints into actionable, user-centric service blueprints
- Sound fiscal stewardship and business acumen to ensure modernized solutions are sustainable, measurable, and cost-effective
- Understanding of complex municipal subject matter and a proven ability to build influential relationships with internal and external partners
- Strong political acumen, strategic planning, issue resolution and decision-making skills
- Service excellence, embracing diversity and promoting inclusiveness
- Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm (https://www.edmonton.ca/city_government/jobs/our-culture) )
- Embracing a culture of equity, diversity, reconciliation and inclusion

Conditions of Employment and Work Environment:

- 1 permanent, full-time position
- Hours of Work: 36.9 hours per week, Monday - Friday. This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite
- Salary: (Annually) $123,938.39 - $154,920.88
- Hire is dependent on a Criminal Information Check satisfactory to the City of Edmonton. There may be a cost associated with this requirement

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected] . Learn more about our benefits https://bit.ly/COEbenefits . Talent sourced through this process may be considered for similar opportunities within the City of Edmonton.

Recruitment Consultant: JM/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation

#LI-JM1

IND123
Classification Title: ML3
Posting Date: Nov 12, 2026
Closing Date: Nov 26, 2026 11:59:00 PM (ABT)
Number of Openings (up to): 1 - Permanent Full-time
Union: Management
Department: Corporate Services
Work Location(s): Century Place, 12th Floor, 9803 - 102A Avenue Edmonton T5J 3A3